Managing IT Performance to Create Business Value: 1st Edition (Hardback) book cover

Managing IT Performance to Create Business Value

1st Edition

By Jessica Keyes

Auerbach Publications

374 pages | 34 B/W Illus.

Purchasing Options:$ = USD
Hardback: 9781498752855
pub: 2016-07-11
eBook (VitalSource) : 9781315368139
pub: 2016-09-15
from $41.98

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Managing IT Performance to Create Business Value provides examples, case histories, and current research for critical business issues such as performance measurement and management, continuous process improvement, knowledge management, risk management, benchmarking, metrics selection, and people management. It gives IT executives strategies for improving IT performance and delivering value, plus it guides them in selecting the right metrics for their IT organizations. Additionally, it offers knowledge management strategies to mature an organization, shows how to manage risks to exploit opportunities and prepare for threats, and explains how to baseline an IT organization’s performance and measure its improvement.

Consisting of 10 chapters plus appendices, the book begins with an overview of performance-based strategic planning, after which it discusses the development of a quality improvement (QI) plan, establishing benchmarks, and measuring performance improvements. It covers how to design IT-specific measures and financial metrics as well as the establishment of a software measurement program. From there, it moves on to designing people improvement systems and discusses such topics as leadership, motivation, recruitment, and employee appraisal.

The final few chapters show how to use balanced scorecards to manage and measure knowledge-based social enterprising and to identify, analyze, and avoid risks. In addition to covering new methods and metrics for measuring and improving IT processes, the author looks at strategies for measuring product development and implementing continuous innovation. The final chapter considers customer value systems and explains how to use force field analysis to listen to customers with the goal of improving customer satisfaction and operational excellence.

Table of Contents

Designing Performance-Based Strategic Planning Systems

IT Roadmap

Strategic Planning

Strategy Implementation

In Conclusion


Designing Performance Management and Measurement Systems

Developing the QI Plan

Balanced Scorecard

Establishing a Performance Management Framework

Developing Benchmarks

Looking Outside the Organization

Process Mapping

In Conclusion


Designing Metrics

What Constitutes a Good Metric?

IT-Specific Measures

System-Specific Metrics

Financial Metrics

Examples of Performance Measures

In Conclusion


Establishing a Software Measurement Program

Resources, Products, Processes

Direct and Indirect Software Measurement

Views of Core Measures

Use a Software Process Improvement Model

Software Engineering Institute Capability Maturity Model

Identify a Goal-Question-Metric (GQM) Structure

Develop a Software Measurement Plan

Example Measurement Plan Standard

In Conclusion

Designing People Improvement Systems

Impact of Positive Leadership



Employee Appraisal

Automated Appraisal Tools

Dealing with Burnout

In Conclusion


Knowledge and Social Enterprising Performance Measurement and Management

Using Balanced Scorecards to Manage Knowledge-Based Social Enterprising

Adopting the Balanced Scorecard

Attributes of Successful Project Management Measurement Systems

Measuring Project Portfolio Management

Project Management Process Maturity Model (PM)2and Collaboration

In Conclusion


Designing Performance-Based Risk Management Systems

Risk Strategy

Risk Analysis

Risk Identification

Sample Risk Plan

RMMM Strategy

Risk Avoidance

Quantitative Risk Analysis

Risk Checklists

IT Risk Assessment Frameworks

Risk Process Measurement

In Conclusion


Designing Process Control and Improvement Systems

IT Utility

Getting to Process Improvements

Enhancing IT Processes

New Methods

Process Quality

Process Performance Metrics

Shared First

Configuration Management

In Conclusion


Designing and Measuring the IT Product Strategy

Product Life Cycle

Product Life Cycle Management

Product Development Process

Continuous Innovation

Measuring Product Development

In Conclusion


Designing Customer Value Systems

Customer Intimacy and Operational Excellence

Customer Satisfaction Survey

Using Force Field Analysis to Listen to Customers

Customer Economy

Innovation for Enhanced Customer Support

Managing for Innovation

In Conclusion


About the Author

Jessica Keyes is the former president of New Art Technologies, Inc., a high-technology and management consultancy and development firm started in New York in 1989. Prior to founding New Art, Keyes was managing director of R&D for the New York Stock Exchange and has been an officer with Swiss Bank Co. and Banker’s Trust, both in New York City. She earned a master’s of business administration from New York University and a doctorate in management. A noted columnist and correspondent, Keyes is the author of more than 200 published articles and more than 25 books. She also is a frequent keynote speaker. She is currently a professor at both the University of Liverpool and University of Phoenix.

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Management Science
COMPUTERS / Information Technology
COMPUTERS / Software Development & Engineering / General